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Operations Manager in Barcelona

Emerald

Workplace
Onsite
Hours
Full-Time
Internship
No
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Job Description

Emerald is a new generation of hotel chain made of premium homes. Just like in hotels, we offer professionalism, standards of quality and on-demand services. And just like in premium homes, our stays are seamless so that our guests can focus on what is most important: sharing, discovering and creating true memories. Emerald was launched in the Alps in 2018 and will soon be bringing its Swiss hospitality to Morocco, Côte d'Azur & Ibiza.

The Operations Manager will support team members, guests and partners. You will ensure these parties have a great experience with Emerald.

RESPONSIBILITIES

As our Operations Manager, your responsibilities will vary throughout the year, depending on the seasonality in our clusters. They will include but not be limited to the following.

Operations Coordination & Management
  • Creating, updating and controlling cleaning planners for cleanings (homes, common areas, pools / hot tubs, etc.)
  • Overseeing the onboarding of new homes and new clusters from an operational perspective
  • Continuously controlling the reservations in the PMS to ensure specific guests needs are being handled and local work schedules adequate
  • Assisting the local team with any particular situation - finding solutions to any local problems
  • Controlling providers invoices and liaising with Emerald finance team for payments
  • Controlling the accounting ledger in the PMS
  • Placing various orders online on Amazon or other sites: Nespresso® capsules, dishwasher tablets, toilet paper, etc.
  • Placing various orders with partners: pool products, Nuxe® amenities, etc.

Guest Relations Management
  • Overseeing the general mailboxes, including offers extended to guests and partners, services arranged and all sorts of emails exchanged
  • Handling guests complaints and poor reviews that were escalated
  • Analysing guests feedback
  • Coordinating with service providers to confirm extra services

Quality Management
  • Ensuring brand standards are maintained and processes followed locally
  • Monitoring and coordinating maintenance works with partners
  • Overseeing the use of our systems: PMS, messaging solution, in-home tablets, etc.
  • Suggesting operational improvements to Emerald management

Team Management
  • Managing local teams, using best practices in place by Emerald HR team
  • Preparing the work schedules of the local teams
  • Calculating bonuses and liaising with Emerald HR team
  • Acting as Manager On Duty
  • Completing spot checks during clusters visits
  • Providing reports as requested by Emerald management

Depending on the seasonality as well as your bandwidth, skills and interest, you may be involved with other aspects of our operations such as home onboardings and listings improvements. You may also take the lead on operational projects, for example improving our recycling efforts in our clusters.

KEY INFORMATION ON THE POSITION

  • Employment start: between April and June 2019
  • Position based in Barcelona with potential trips to our clusters
  • Competitive salary based on experience
  • Work days and work hours may vary, we work in hospitality

ABOUT YOU

We are looking for a Jack or Jill of All Trades who will thrive in a dynamically changing environment.

The must-haves:
  • You have experience managing operations at a short-term rental company is the Holy Grail! Alternatively, you have experience working in operations at a hospitality company, preferably in a 4* or 5* boutique hotel
  • You have experience working at a fast-growing company - you understand that responsibilities will evolve quickly as the company grows
  • You love interacting with guests and all types of partners and can naturally establish great relationships with people; your interpersonal and team collaboration skills are excellent
  • You have very strong organizational and communication skills, both written and verbal
  • You are good at managing stress and do not get easily overwhelmed
  • You are detail-oriented, open-minded and positive
  • You can multitask and work in an independent way
  • You have a can-do attitude and are flexible
  • You speak fluent English and French
  • You are ready to get your hands dirty - you enjoy being right in the middle of the action

The nice-to-haves:
  • You are passionate about hospitality and innovation in the industry
  • You have worked with Mews before, our amazing Property Management System
  • You speak Spanish or any other language

WHAT ONE OF YOUR DAYS WILL LOOK LIKE IN HIGH SEASON

It’s 9 o’clock, you start your shift. You take a look at your emails, your calendar and the PMS to plan your day ahead while sipping a cup of Nespresso® - thank you George.

Your phone starts ringing. It’s the cleaning company in Morzine asking whether today’s cleaning at Iroko can be postponed to tomorrow. While on the phone, you check the PMS and the work schedule of the local team. You confirm and send a quick WhatsApp message to the local team so they know. You have literally just hung up when your phone starts ringing again. It’s Anna, one of our Cluster Interns, saying she hadn’t realized she will be short on toilet paper and dish soap very shortly; she’s asking whether you can place an Amazon order sooner rather than later.

You go back to your to-do list of the day. An urgent matter is to write an email to these guests staying at Vitamin Sea who complained about some problems they had in their home - one of our Operations Executive escalated this issue. Once the email is sent, you coordinate with various providers to get everything fixed, add the less urgent ones to our “problem log” for later and inform relevant team members. You coordinate with the local team to go by the home at some point today to present an apology and leave a bottle of wine.

Your morning will go on like this: WhatsApp messages from team members, calls from and to all sorts of providers we work with: drivers, pool maintenance people, laundry companies, private chefs, and so on and so forth.

In the afternoon, you have a bit more time to cross off things from your to-do list: double checking the invoices sent by the cleaning company in St Tropez and forwarding them to the finance team. Placing various orders including what Anna requested this morning. Reviewing the feedback received from guests - you particularly love that one: “An amazing house hosted by amazing people… everything about it is beyond expectations… a revisit is already planned”. Based on the reviews, you decide to improve some of the content on the in-home tablets and to bring a couple of suggestions up to Emerald management for discussion. Last but not least, you order a secret birthday cake for one of the guests who will celebrate his birthday while staying with us next week - his best friend just let you know what his favourite flavor was. Yep, Black Forest Cake it is.

Your day has gone by already.

GOOD TO KNOW

Emerald is seed-funded and backed by investors from the technology and hospitality space. We have offices in Geneva and Barcelona.

We are growing quickly and we want our talent to grow with us. We offer a work environment that values and empowers people while fostering personal development. Our culture is dictated by the following values:

  • Make Mistakes - We foster a creative environment where the best ideas win, where it is okay to make mistakes and unacceptable not to learn from them.
  • Question - We don't accept the status quo and look for ways to leverage technology while empowering people.
  • Speak Up - We are true people who give honest feedback, who are not afraid to share opinions and who don't talk behind one's back.
  • Think Big - While staying humble, we aim for the stars and work towards established goals and metrics.
  • Don’t Compromise - We are obsessed with quality, like a Swiss watchmaker.
  • Care - We care about our team members, our partners and our clients, and make our passion and our work one and the same.

Feeling aligned? Then we want you on the Emerald team!

 

About Emerald

  • Hospitality

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